The list of response history can be downloaded in CSV format by month or narrowed down to a specific period of time, which can be used by customer organizations to conduct their own analysis.
Download the response history list in CSV format.
The names and contents of each column in the CSV file.
The information contained in CSV differs between list and flow displays. The information contained in each CSV can be found below.
Call type : Incoming call, incoming call (not available), outgoing call, outgoing call (not available), transfer, transfer (not available), extension, extension (not available), and answering machine are indicated as types.
Sequence ID : A unique ID assigned to each call history in MiiTel Analytics (used to keep the sequence between the PBX side and other processes such as analytics and front desk)
Username : Varies by incoming call type.
- Incoming : The user name who answered is displayed .
- Incoming call (not available): "-" is displayed .
- Outgoing call : Caller's name is displayed .
- Calling (not available) : "-" is displayed
(In the case of a missed call for a predetermined call, "predetermined call" is displayed)
- Transfer/Transfer (No answer): "Transfer" is displayed .
- Extension / Extension (not available) : "Extension" is displayed .
Caller : Caller's phone number or extension number.
Destination : Destination's phone number or extension number.
Company name : Company name registered in the contact list.
Company name : Company name registered in the contact list.
Dial start time : Time you started dialing.
Call start time : Time when the call started. Blank for missed calls or missed calls where no call was madeCall end time : Time when the call or dial ended.
Call time : Time the call was placed.
Call duration : Time the call started and ended.
Reception notes : Reception notes registered.
Overall Score : Calculated by the following formula from 0 to 100 points.
Overall Score = 50 + add/subtract points based on call duration + (-1 x (Talk Ratio - 40)) + (number of times covered per minute x -10) + (number of times silenced per minute x -10)
<Add/drop points based on the duration of the call>
Under 5 minutes : +0 points5 minutes or more but less than 10 minutes : +30 points10 minutes or more but less than 20 minutes: +50 points20 minutes or more but less than 30 minutes: +50 points30 minutes or more but less than 40 minutes: +30 points40 minutes or more but less than 50 minutes: +0 points50 minutes or more but less than 60 minutes: -1060 minutes or more : -20 points
If you customize the scoring rules, the customized scoring rules will be applied. .
Number of silences : Number of times that neither the operator nor the customer spoke for more than 3 seconds.
Covered times : The number of times the operator and customer's speech overlapped for more than 1 second.
Talk:Listen ratio : Talk:Listen ratio. The ratio of the time the user was talking (Talk) to the time the customer was talking (Listen)Fundamental Frequency (User): Frequency of the user (in Hz)
Frequency (Client): Frequency of the client (in Hz)
Intensity of inflection (User) :Intensity of user's inflection.
Intensity of inflection (trading partner) : Intensity of inflection of trading partner.
Speed of speech (user) : User's speed of speech (characters/second)
Speech Speed (Client): Client's speech speed (characters/second)
Speed of Speech (User - Relative Comparison): Percentage of users speaking faster or slower than customers.
Speed of Speech (Customer - Relative Comparison) : Percentage of customers speaking faster or slower than the user.
Rally count : Number of times the speaker switched.
Keywords (user): Keywords spoken by the user (number of occurrences in parentheses)
Keyword (Client) : Keyword uttered by the client (the number of times the keyword appears in parentheses)
Parent sequence ID: A unique ID assigned to the parent call; the same Parent sequence ID is used for successive sequences
Sequence ID: Individually assigned ID for each call history in MiiTel Analytics (used to keep the PBX side processing sequenced with other processing such as analytics and front desk)
Previous sequence ID: Sequence ID of the previous action (empty if there is no previous action)
Call type: Call type
・play: Indicates that the sound set in the incoming call rule has been played
・outbound: outgoing/outgoing absence
and incoming: incoming and incoming absence
・forward: forwarding/automatic forwarding
・read: If IVR is set up, indicates that the caller has pushed the number according to the voice (This is a way to play the voice that accepts DTMF push along with the voice playback used during IVR, etc.).
Method: Details of the call type.
・PLAY_ACTION: Sound playback
・OUTBOUND: Outbound call
-OUTBOUND: Outbound call
・INTERNAL_ATXFER：External line transfer
・INTERNAL_ATXFER：External line transfer・AUTO_TRANSFER: Automatic Transfer
・READ_ACTION: Push number through IVR.
Action / Action key / Action value is indicated as follows depending on the call type
＜Normal Call Reception / Group Forwarding>
Action_key: Call Reception Group / Group ID to be forwarded
Action_value: Name of the group that received the call is displayed
Action_key: UserID of the forwarded party
Action_value: User name
Action_key: dtmf number
Action_value: dtmf number
Action_key: ID of queue
Action_value: Name of queue
User name: Name of the user who responded.
Call from: Caller's phone number.
Call to: Caller's phone number.
Dial begin time: Dial begin time
Call begin time: Call start time (blank in the case of a missed call or missed call where no call was made)
Call end time: Call end time
Account name: Name of the company you are dealing with.
Contact person name: Name of the person responsible for the business partner
File name:File name: File name of the audio file (m4a format) downloaded from MiiTel Analytics.
Call memo: Correspondence memo set in history.
Keywords (Operator): Keywords spoken by the user (number of occurrences in parentheses)
Keywords (Customer): Keywords spoken by the customer (number of occurrences in parentheses)
Overall: Overall score
Number of silencesNumber of silences: Number of silences
Number of overlaps: Number of overlaps:
Talk:Talk:Listen: Talk:Listen Ratio. The ratio of the time the user was talking (Talk) to the time the customer was talking (Listen).
Fundamental frequency (Operator): User frequency (in Hz)
Fundamental frequency (Customer): Customer frequency (in Hz)
Intonation strength (Operator): User's intonation strength.
Intonation strength (Customer): Customer's inflection strength.
Speech rate (Operator): User's speech rate (characters/second)
Speech rate (Customer): Customer's speech rate (characters/second)
Speech rate (Operator - Relative): Percentage of users speaking faster or slower than customers.
Speech rate (Customer - Relative): Percentage of business partners speaking faster or slower than the userNumber of Rallies: Number of times the speaker switched.